ElderWeb

The "1999 ALFA National Satisfaction Study" has just been released by the Assisted Living Federation of America (ALFA) and ServiceTRAC, Inc. This study represents an attempt to delve more deeply into understanding nuances about customer satisfaction by using an "expectations" scale rather than the commonly used "satisfaction" scale, and by seeking to establish not only which services are performed well in the eyes of one?s customers, but also which services matter most to the customers.

The report results reflected a disparity between the way that family members and residents evaluate their satisfaction with assisted living facilities. For example:

- 88% of family members of assisted living residents living in freestanding communities said their overall expectations had been met or exceeded, compared to only 80% of the residents in those communities.

- 74% of family members and 80% of residents were satisfied overall with assisted living facilities which were units within a larger healthcare facility.

- 89% of family members and 82% of residents were satisfied overall with assisted living units which were a part of a Continuing Care Retirement Community (CCRC).

- The satisfaction of family members was most often influenced by personal care services -- but food, staff, administration, and activities most influenced the satisfaction of residents.

Residents most often mentioned staff friendliness, floor plans, and safety features as some of the areas which exceeded their expectations, but they overwhelmingly cited food services as the area most in need of improvement.